Complaints
If something has gone wrong, we would rather hear it directly. This procedure is deliberately short, because a one-person service should not hide behind stages.
Last reviewed 2026-09-12.
Draft fields awaiting the owner
The following details must be completed and verified before this policy is published. They are shown as outstanding rather than filled with invented business information.
- A complaints email address once a business email is approved
- Confirmed response and resolution targets
- Any alternative dispute resolution scheme the owner chooses to join
Stage one — tell us
Use the contact form, write “complaint” at the start, and include your reference if you have one. Describe what happened and what you would like done. It is read by the Shaw Academics team.
Stage two — our reply
We will acknowledge it, look at the records for your case, and reply in writing with our understanding of what happened, what we accept, what we do not, and what we propose to do. Where we were wrong we will say so plainly. No published response target appears here yet because none has been approved; we will tell you when to expect a reply when we acknowledge your complaint.
Stage three — review
If our reply does not resolve it, say so and we will review the decision once more, in writing. Because this is a one-person service, that review is by the same person — we will not pretend otherwise.
If you are still unhappy
- For a consumer dispute in the UK, you can seek advice from Citizens Advice, or pursue a claim through the county court in the usual way.
- For a data protection concern, you can complain to the Information Commissioner’s Office at ico.org.uk.
- For a safeguarding concern, see the safeguarding policy, which sets out escalation outside this service.
What we do with complaints
Each complaint and its outcome is recorded so patterns can be seen, and the record is kept only as long as needed to show the matter was handled.